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pondball
March 11, 2020
Question

Customer could not pay invoice - they received an error message

  • March 11, 2020
  • 2 replies
  • 0 views

We sent an invoice to a customer. We have the Payment option available on the invoice and in the email that accompanies it. We have the payment option set in our accounts.

 

When the customer went to pay, they received an error message (but no explanation as to why it would not work!)

 

This is our first attempt at using the Payment option (instead of Square). We have another invoice out to another customer and have no received a payment from them either so assume something is amiss with the setup.

2 replies

A
AndréB12
March 11, 2020

Hey pondball,

 

Welcome to the QuickBooks Online Payments family! This system is built to automatically integrate with your books, helping you unlock the full potential of the advanced tracking for your accounts receivable. Once the feature is set up, you only need to check the Online payments box on your invoices to give your customers the option to pay online. I'll be happy to help you ensure everything is configured correctly. 

 

There's a few things we can check to make sure your account is set up to accept payments:

  1. Open one of the invoices to make sure Cards is checked under Online payment (you should see the logos for VISA, MasterCard, Discover, and Apple Pay).
  2. Exit the invoice.
  3. Click on the Gear icon and select Accounts and Settings.
  4. Head to the Payments tab, and make sure the bank account is set up. 

We can easily test this set up by opening one of the invoice:

  1. Head to Sales and select Invoices.
  2. Click the dropdown arrow for one of the invoices, and then select Share invoice link.
  3. Copy and paste this link into a different browser window to see the customer-facing experience.

If you're confident everything is set up correctly, please choose from the following methods to reach out to our Merchant Services department. They'll be able to take a look into your account and determine your next steps. 

 

Phone and Chat: Click Contact Us to learn how to reach phone and chat support.

Schedule a Callback: click (?)Help in the upper right > click Contact Us > explain your situation > click Let's Talk > choose Get a callback (Note: Callback hours are the same as regular phone hours.)

Social Media: Facebook, Twitter, and Instagram from Monday to Friday between 9 a.m. and 8 p.m. ET

 

Don't be afraid to reach out! I want to make sure this gets sorted.

    P
    pondballAuthor
    March 11, 2020

    HI Andre

     

    Thanks for your speedy response. I was also able to speak with Anie and she offered a couple of solutions, and stayed with me until I input the bank account info a second time. This effectively took the previously set up payment Bank info out of the picture. I then contacted out customer, who proceeded to attempt to pay... and presto... this time it worked!

     

    I really appreciate the great support I have been receiving at QBO. Kudos, folks!

    G
    game0ver03
    November 25, 2020

    I have been having the same issue for about a week.  I deleted and recreated the invoices to no avail. 

    J
    JamesM
    November 25, 2020

    Hello game0ver03. It's vital you're able to receive payments from your customers. Don't worry, my goal is to get you back on track so you can continue to manage your business with peace of mind. I appreciate the amount of time you've put into fixing this. I trust that you've went through the steps above which show you how to check if Online Payments are set up correctly on your account. If not, I encourage you to go through them and make sure all the info is up to par. If you're still having issues, contacting our support team would be the next best step as one of our agents can share your screen and help. Here are the contact details: 

     

    • Phone and Chat: Click Contact Us to learn how to reach phone and chat support.
    • Schedule a Callback: click (?)Help in the upper right > click Contact Us > explain your situation > click Let's Talk > choose Get a callback (Note: Callback hours are the same as regular phone hours.)
    • Social Media: Facebook, Twitter, and Instagram from Monday to Friday between 9 a.m. and 8 p.m. ET

    Feel free to ask questions! :)

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